Care Coordinator

Valeris•Jeffersonville, IN

92d

About The Position

Valeris is a life sciences commercialization partner formed by the merger of PharmaCord and Mercalis. It provides patient support services, healthcare provider engagement tools, data, and strategic insights to help life sciences companies commercialize products and help patients access and adhere to critical medications. Valeris serves more than 500 life sciences customers and has supported access and affordability for millions of patients. The company is headquartered in Morrisville, North Carolina, and Jeffersonville, Indiana. The Care Coordinator owns patient cases from initiation through closure. The role handles benefit investigations, prior authorizations and denial appeals, determines eligibility for financial assistance programs, and helps patients and other callers or stakeholders reach a resolution through email, inbound and outbound calls, and Valeris’ Lynk technology. Success requires ownership, attention to detail, patient focus, critical thinking, and knowledge of program and industry rules and standards. The position requires an 8.5-hour shift scheduled between 8 a.m. and 9 p.m., Monday through Friday. Remote work may be available if work-from-home criteria are met and business needs allow. The role operates in a professional office environment and uses standard office equipment. Minimal travel may be needed.

Requirements

Bachelor’s degree strongly preferred, or equivalent experience required.
Customer service and healthcare industry experience preferred but not required.
Ability to work an 8.5-hour shift between 8 a.m. and 9 p.m., Monday through Friday.
Detail oriented.
Professional telephone etiquette.
Basic computer knowledge.
Ability to multitask effectively.
Clear and concise communication.
Demonstrated self-awareness and ability to recognize emotions and their effects on others.
Ability to manage disruptive impulses and maintain honesty and integrity.
Takes responsibility for performance and adapts to change with flexibility.
Innovative and open to new ideas; achievement driven and motivated to meet standards of excellence.
Aligns with group or organizational goals, takes initiative, and pursues goals persistently despite obstacles and setbacks.
Service oriented and able to anticipate, recognize, and meet the needs of patients and care partners.

Nice To Haves

Bilingual Spanish and English skills.
Ability to type at least 35 words per minute with 97% accuracy.
Flexibility to travel as needed.
Remote work eligibility, subject to meeting work-from-home criteria and business need.

Responsibilities

Build trusted relationships with patients, prescribers, and client stakeholders through proactive communication and timely, accurate work.
Manage relationships in accordance with healthcare laws and regulations.
Conduct program welcome calls and post-benefit-investigation calls to explain coverage options to patients and physicians.
Manage client inquiries that cannot be resolved by the client through reporting, and handle HCP inquiries as applicable under business rules.
Manage inbound calls in accordance with program-approved FAQs and refer patients to appropriate internal or external resources.
Provide personalized case management to patients and HCPs, including communicating benefit coverage and next steps for obtaining coverage.
Use electronic tools to identify benefits and payer coverage, and conduct manual benefit investigations when needed.
Identify and communicate plan coverage, including prior authorization, appeals, tier exceptions, and formulary exclusions.
Use electronic resources to obtain coverage outcomes and, when necessary, contact payers and HCPs to follow up on submissions or outcomes.
Coordinate nurse teaching with field-based nurse educators and nurse follow-up for adherence services, as applicable to the program.
Identify peer support resources for patients.
Coordinate product shipments through patient assistance or bridge programs from the PharmaCord pharmacy.
Proactively communicate when prior authorization reverification or patient assistance program re-enrollment is needed.
Report adverse events, product complaints, special situation reports, and medical inquiries according to SOPs and business rules.
Document activities in the PharmaCord Lynk system in accordance with business requirements.
Use Valeris’ values to support team success and meet training deadlines for corporate policies and procedures.
Follow all SOPs consistently and perform additional tasks or projects as assigned.

Benefits

Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs.
Telehealth and Employee Assistance Program services.
Company match on Health Savings Account contributions.
Free basic life and AD&D coverage equal to annual earnings, with a minimum of $50,000 and maximum of $300,000.
Company-paid Short-Term Disability coverage, with an option to purchase Long-Term Disability.
401(k) plan with 100% match on the first 5% contributed and immediate vesting.
Paid Time Off and Sick Leave.
Nine paid holidays plus two floating holidays.
Advancement opportunities and support for personal and professional growth.
A challenging, stimulating work environment that encourages new ideas.
Inclusive, mission-driven culture that values diversity and meaningful work.